Hi guys! trying to create an automation when a message in slack is added as comment to Zendesk ticket. Keep getting the error: The app returned "closed prevents ticket update. I’ve investigated and it looks like I cannot update the ticket because the ticket status is closed (zendesk rules). However, the actual ticket status is Open so it should work. Anyone has experience?
Question
Trouble updating Zendesk ticket due to closed status error
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+14- Zapier Orchestrator & Solution Partner
Hi
For us to have more info, post these screenshots:
- how your Zap steps are outlined and configured in EDIT mode with the field mappings visible
- the encountered error in the Zap step
- a real example from Zendesk that shows the Ticket ID and Status = Open that corresponds to the Zap Run data
+11- Community Manager
Hi
Just came across this and noticed that you reached out to the Support team as well. It looks like they identified the cause of the issue and provided some suggestions, but I didn’t see a follow-up from your side, so I’m not sure if this was resolved.
I’ll share their suggestions here in case it’s helpful to you or anyone else encountering similar issues:
“I noticed that the Find Ticket action was skipped, which led to the Zap generating a default ticket ID (1234) instead of the one you expected. From your screenshot, it seems like you want the Zap to trigger when a new message from Zapier with a Zendesk ticket number is posted.
Here are some recommendations you might want to try:
1. Add a Filter by Zapier step to ensure the Zap continues only if the message posted is from Zapier and contains "New Zendesk ticket," for example. This way, the Zap won't trigger on unrelated messages.
2. Select a sample with the ticket number you want to pull into the Zap. Currently, message H is selected, which has no Zendesk ticket number. Choose message G, which does.
(view larger)
3. Use an AI by Zapier step to extract the ticket number from the message text. This tool can help you extract the ticket ID based on your instructions.
4. Once you have the ticket ID, map it as a custom value in the Add Comment step. Since the ID comes directly from the trigger, you won't need to use the Find Ticket step anymore.”
Hope that helps. If you have any further questions or if there's anything else we can help with do let us know! 🙂
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